OPPO tops the Customer Service Effectiveness Study: Counterpoint Research

OPPO India bagged the Number One spot  in the Customer Service Effectiveness Study conducted by Counterpoint Research. According to the research, OPPO leads in the service turnaround time and more than half of all smartphones received at OPPO Exclusive Service Centers were fixed Under One Hour.

Conducted across top six metro cities, the research measures the overall satisfaction based on factors such as wait time, time taken for servicing, provision of standby device during the service, cost effectiveness of the repair, service advisor, service facility and overall customer support. The research revealed that the wait time for OPPO’s service centre visitors was the least, as around 41% of the visitors waited for less than 15 minutes, as against the general 30 minutes. The customers also found OPPO’s service centres easily accessible. In addition, almost 31% of all smartphones submitted were out of warranty, and most of the consumers found the spare parts to be cost-effective.

Mr. Tarun Pathak, Associate Director at Counterpoint Research said “After-sales services has become a key factor to influence the purchase decision for users buying new smartphones. With brands now expanding their channel strategy, having a strong after-sales service will play a major role not in targeting repeat buyers but also leads to loyal and happy customers. In our study OPPO led this segment by becoming a leading brand in smartphone after-sale service delivery which includes submission, turn around time and collection of devices at its service center across the top six cities. This is likely to help OPPO to increase its mind share within its target group in terms of overall after-sales services in India.”

OPPO with its customer-first-approach has revolutionized the after sales experience for their customers. The service centres are spread across over 476 Indian cities, including remote places in the country. Moreover, OPPO has also become the first smartphone brand in India to introduce an AI powered Chatbot OLLIE’ which is available exclusively on WhatsApp and is available 24X7 for consumers.

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